Frustrated and angry customer

Good day,

I am writing this email on behalf of my mum Mrs S Naidoo ( ***)

My mother purchased a Hisense fridge from game pavilion in 2019

From the time my mother got the fridge she experience endless problems with it

Bear in mind this is supposed to be a brand new fridge

The fridge was icing at the back with thick blocks of ice while the bottom of the fridge remains warm

A number of calls and visit to the store directly to advise of the issue

And every time they said a technician will be sent out

Many different technician came out and even the same technician on several occasions and every time my mum was told to defrost the fridge and it will work fine thereafter

It's really frustrating because it's going over a year now and my mum is still having the same issue with the fridge but this time it's not icing as much but rather its not getting cold

My mum had thrown out milk, food and veggies because nothing is staying fresh in the fridge

Both my mum and dad spoke to manages at game pavilion and all they can say is they will send a technician

That's always the answer

She asked many times if the fridge can rather be replaced because she received it with a fault or if they can rather take the fridge to the store get it checked up properly and have it fixed and returned and was told NO

where is the customer service in this situation? Where is the compassion for the customer? Where is the promise that game will replace something that's broken or that the customer is always right?

My mother suffers with Osteoarthritis and her defrosting and cleaning the fridge on many occasions so that the technician can so call FIX THE FRIDGE as effected her hands

Who is going to be liable for her health and for all the food gone bad?

GAME AS A DON'T CARE ATTITUDE TOWARDS THIS SITUATION AND WE ARE SICK AND TIRED OF THE SAME ANSWER " WE WILL SEND A TECHNICIAN"

Please get this matter resolved ASAP either we want a new fridge or a full money back guarantee

This is the ref number my mum got - 2 11 74 00 52 or 2 1111 74 00 ( please look at this I am sure you will be able to see how many times some one was sent out but still nothing was done And also take note the 1st technician that was sent out was smelling of alcohol not once but on 2 occasions that he was sent to my mother's house He also tried to get personal with me when I called to find out if the fridge will work fine now ... He later called my mother back asking for my phone number which is so unprofessional and when my mother refused to give it to him he put the phone down and didn't even ask if the fridge is working fine

awaiting an urgent response